Quality Assurance Executive
Department: Customer Contact Centre
LOCATION: Currently Warwick – Moving to Coventry in the near future
SUMMARY
The UK's largest independent energy provider is seeking to appoint an enthusiastic customer care
professional with experience in Quality Assurance. This is a growing business with ambitions to challenge the
current status quo of the energy market. This opening comes at an exciting stage of the business’s
development and offers a fantastic opportunity to be part of a team hungry to make a difference. This is a
fast paced organisation with entrepreneurship at its core.
ROLE OVERVIEW
Central to the provision of great customer service is quality. Therefore, it is essential that you possess
excellent levels of process, system and industry knowledge coupled with evidence of customer centric
behaviours enabling you to fulfil a variety of quality assuring tasks on behalf of the Customer Services area.
These would include;
AREAS OF SPECIFIC RESPONSIBILITY
 Quality Auditing of contacts – calls, emails, complaints, webchat using the quality framework working
across the Customer Service teams.
 Document individual reports for each CSR
 Working closely with Team Managers to provide feedback and analysis to support individual and team
improvements
 Champion the quality framework within Customer Services and the wider business, ensuring your
understanding and knowledge of the framework is at the highest level possible
 Identify themes or trends at individual, Team or departmental level and provide reports and analysis to
implement and co-deliver the necessary course of coaching led action – 1-2-1 or group with CSRs.
 Responsible for keeping own skills, knowledge and capability levels up to date and maintained
 Demonstrate up to date and in depth knowledge of the Utilities industry and first-utility’s business
processes and systems
THE DESIRABLE CANDIDATE WILL HAVE:
 Fluency in Excel/Word/Powerpoint is an advantage
 Experience in Salesforce/Service Cloud is an advantage
 Previous experience of quality monitoring would be an advantage
 People management and leadership experience
 Experience of coaching led behaviours
OTHER:
 All applicants must be eligible to live and work in the UK and ideally be within commutable travelling
distance of Warwick/Coventry.
 The role is currently based at our office in Warwick but will be moving to our dedicated customer
services centre in Coventry in the near future